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Customer Complaints

Our Aspiration

We constantly strive to offer you the highest possible level of service, however, there may be occasions when you feel like you have cause for complaint. We will endeavor to resolve it to your satisfaction as quickly as possible. 

Our Approach

We are committed to providing the highest levels of customer service, ensuring customers are treated fairly at all times. 

All complaints are logged and tracked from receipt through to resolution. Senior management regularly review complaints data and assess root causes to ensure recurring trends are identified and addressed. 

What you can expect

All complaints will be investigated and responded to by an employee of sufficient competence, with the authority to investigate the complaint (or with access to someone who has the authority) and offer redress where appropriate. 

We are sorry that you are not happy with our services. If you have a complaint, it is important to us to hear from you. 

Complaints can be shared with us digitally, over the phone,  in person or by email.

Once we have all of the details we can work with you to address your concerns and put it right. 

 

Anonymous complaints cannot be accepted. 

In line with Bermuda Commercial Bank’s Customer Complaints Handling Policy below are the guidelines that are being followed for each complaint:

When can you expect a response?

We aim to resolve your complaint as soon as you get in touch with us.

However, where we need to look into your complaint in more detail, you should expect that your complaint will be acknowledged within 3 business days.  

If a complaint is likely to take more than 20 days to resolve, we will provide you with an update. 

Resolution

 Upon completion of an investigation into a complaint, you will be communicated with a clear explanation of the decision. We aim to resolve all complaints within 8 weeks from the date of receipt. 

Not happy with the outcome?

If you are not happy with the way we resolved your complaint, please let us know as soon as possible. We will conduct an internal review to get it sorted. This may take up to 20 days. 

If you are not satisfied with the outcome of the internal review, you can make an appeal through the Department of Consumer Affairs, who can be contacted at D. Rego Building, 3rd Floor, 75 Reid Street, Hamilton, HM12 (441) 297-7627.

Bermuda Commercial Bank